Technology Requirements / Support

Current State Specification

The IT Services Support Desk provides technology support to students, faculty, staff and the extended Miami community. We use multiple support methods so our users can obtain help in the way that works best for them:

• Phone and chat support available 24x7 via (513) 529-7900 and MiamiOH.edu/ITChat
• Self-help available 24x7 via MiamiOH.edu/ITHelp

Premise Solution Provider Support Questions 

1. Describe your support model including SLAs, contact methods, location, etc.
2. Describe your user community. (i.e., Do you provide a forum for customers to identify and discuss “best practices”? Do you have a product knowledge base? Do you have a regular user conference? Do you have a client website and code-sharing?)
3. Give a description of your support services stating what functions are provided with the standard agreement and what optional support is available at additional cost. Describe the staff (number, minimum credentials, experience) assigned to your support function.
4. Describe the upgrade process including client customizations, notifications of new releases, notification of bugs and patches, frequency of releases, etc.
5. How many prior versions of the system are supported?

Remotely Hosted Solution Provider Support Questions 

1. Describe your support model including SLAs, contact methods, location, etc.
2. Describe your user community. (i.e., Do you provide a forum for customers to identify and discuss “best practices”? Do you have a product knowledge base? Do you have a regular user conference? Do you have a client website and code-sharing?)
3. Give a description of your support services stating what functions are provided with the standard agreement and what optional support is available at additional cost. Describe the staff (number, minimum credentials, experience) assigned to your support function.